The Yarn Basket

We received a letter from your office regarding the complaint filed March 28, by [redacted] ID [redacted] As a small business located in Franklin County, Pawe require ourselves, as well as, our employees adhere to the highest standard of customer serviceWe offer an impressive inventory to our patronsAs a small business we understand that customer satisfaction is paramount to our successWe nurture our relationships with our patrons by making every effort to satisfy our customers needs and wantsWe have addressed Mrs [redacted] complaintIn further response our position is that on March 8, Mrs [redacted] came into The Yarn Basket seeking a particular shade of yarn (pale yellow) to make a shawl for a relative who requested she make her a garment for her weddingThe two employees working that day offered her many different selectionsMrs [redacted] requested a particular yarn which we had available, however, that particular company does not make the color she requestedOne (1) employee extended the search by looking up the yarn on the internet to see if it was even available while the other attended to Mrs [redacted] After much consideration Mrs [redacted] settled on a suitable purchaseIt was during this time our employee that is familiar with our longstanding policy informed Mrs [redacted] that she had the option of exchanging the yarn for something else if it was not what her relative envisionedIt is our position that at this time Mrs [redacted] was put on notice of the store policyShe purchased four (4) balls of yarnAt the time of purchase one (1) ball of yarn was more expensive than the other three (3)Mrs [redacted] asked if we would be willing to discount the one (1) ball of yarn to the same price as the other three (3)As a gesture of appreciation and gratitude for our customer we agreed to the discount and Mrs [redacted] was given the yarn for the same price as the less expensive balls?On March 26, Mrs [redacted] returned to our shop and requested a refund for her purchaseAt this time she was informed that our store policy is exchange only for store creditShe - accepted and began seeking out what she originally came into the shop to purchaseWe went above and beyond for Mrs [redacted] offering her any and all options we have availableShe was allowed on our business computer to look up patterns and yarns on the internet the purchase of which our shop would not benefit from what-so-everShe was unsuccessful in her search despite all efforts to meet her needsIt was at this time that Mrs [redacted] became impatient and irritatedShe demanded a refund to her credit cardIt was again explained to her that our store policy is NO CASH refunds exchanges for store credit onlyShe was informed that the policy is posted at our registerThis has been the policy of The Yarn Basket for over twenty (20) yearsMrs [redacted] was given store credit that we will honor at any time should she chose to use it.We have since apologized to Mrs [redacted] for the miscommunication regarding our store exchange policy and informed her of our above stated position regarding this matterWe hope she reconsiders and decides to use her store credit to purchase another beautiful project of her choice as we pride ourselves in our large inventory and selectionWe hope this resolves the matterIn closing we invite her to return and will again offer her any options we have available" We strive to give our beloved customers the very best in products and serviceAs a small business we are able to offer a very personal touch with maximum customer interaction it is one of the most rewarding aspects of our jobHowever, the nature of our small business leaves us unable to enact policies as larger corporations do regarding refunds.We appreciate The Revdex.com's attention to this matterWe understand and agree to the necessity of the highest standard of conduct within the communityPlease feel free to contact owners Christa B [redacted] or Kim G [redacted] at ###-###-#### with any questions or concernsAgain thank you for the inquiry.Respectfully,Christa B [redacted] Kim G***

This letter is in response to our customer's additional concerns regarding the complaint filed with the Revdex.com (Revdex.com) ID Our customer's concerns are of the utmost importance to our small businessWe value our customers and make every effort to provide excellent service and selectionWe understand her frustration and acknowledge the importance with our customers and its direct relation that we were unable to provide her with the materials she wantedIt is with sincere earnestness that The Yarn Basket offers an apology to Mrs*** for any miscommunication, misunderstanding, or perceived misconductThe Yarn Basket followed up with Mrs***' complaint with the Revdex.comAfter through investigation and much discussion it is our position that Mrs*** was notified on March 8, 2016, by the shop's employee, that should the bride-dislike the color *** *** chose, her remedy was an exchangeUpon further investigation by the employee on Mrs*** behalf it was discovered via the internet, that particular company does not make the yarn she chose in the requested colorThis information was conveyed to Mrs*** orally that day when she was notified of her ability to exchange the yarn for another colorMrs*** chose a suitable color, the employees helped her determine the amount of yarn she wold need, another employee helped her with her purchase at the register, and the transaction was complete
Saturday, March 26, 2016, Mrs*** returned to The Yarn Basket to return her yarn, at that time, she was informed again that the store policy is no cash refunds, exchange only for store credit The customer accepted the store credit and began looking for yarn in the original color the bride-requestedShe was aided in her search by co-owners Chris B*** and Kim G***

From: Revdex.com of Metro Washington DCDate: Tue, Apr 19, at 2:PMSubject: Fwd: Complaint #***To: *** ***
---------- Forwarded message ----------From: *** *** Date: Tue, Apr 19, at 1:PMSubject: Complaint #***To: "***" April 19, The Revdex.com
John FKennedy Blvd., Suite Philadelphia, PA Attention: *** ***/Operations Team
Dear Ms***,
I am writing in response to the email I received from you today stating that my complaint #*** has been closedI am also responding to the letter you received on April 7, from the Yarn Basket in Chambersburg, PA regarding the complaint I filed on 3/28/The letter from MsB*** and G*** contains several statements:
At the time of my yarn purchase the employee DID NOT INFORM ME of the no cash returns/store credit only policyAt the time of my yarn purchase THE POLICY WAS NOT POSTED AT THE CASH REGISTERThe policy is also not printed on the purchase receiptWhen I returned to the store the clerk DID NOT “go above and beyond” to try to help meInstead I was treated with rudeness and impatience when I asked for a pattern book, when I requested that the store order yarn in the color I needed and when I questioned why the return policy was not communicated to me at the time of the original purchaseI am again requesting that the Yarn Basket credit my VISA with the $purchase price and clearly communicate their returns policy to future customers by posting it at the cash register, verbally advising the purchaser and printing it on their store receiptsThank you again for your attention to this matter
Sincerely,
*** ***
cc: The Yarn Basket

This letter is in response to our customer's additional concerns regarding the complaint filed with the Revdex.com (Revdex.com) ID 11295210. Our customer's concerns are of the utmost importance to our small business. We value our customers and make every effort to provide excellent service and selection.We understand her frustration and acknowledge the importance with our customers and its direct relation that we were unable to provide her with the materials she wanted. It is with sincere earnestness that The Yarn Basket offers an apology to Mrs. [redacted] for any miscommunication, misunderstanding, or perceived misconduct.The Yarn Basket followed up with Mrs. [redacted]' complaint with the Revdex.com. After through investigation and much discussion it is our position that Mrs. [redacted] was notified on March 8, 2016, by the shop's employee, that should the bride-to-be dislike the color [redacted] chose, her remedy was an exchange. Upon further investigation by the employee on Mrs. [redacted] behalf it was discovered via the internet, that particular company does not make the yarn she chose in the requested color. This information was conveyed to Mrs. [redacted] orally that day when she was notified of her ability to exchange the yarn for another color. Mrs. [redacted] chose a suitable color, the employees helped her determine the amount of yarn she wold need, another employee helped her with her purchase at the register, and the transaction was complete. Saturday, March 26, 2016, Mrs. [redacted] returned to The Yarn Basket to  return her yarn, at that time, she was informed again that the store policy is no cash refunds, exchange only for store credit.  The customer accepted the store credit and began looking for yarn in the original color the bride-to-be requested. She was aided in her search by co-owners Chris B[redacted] and Kim G[redacted]

We received a letter from your office regarding the complaint filed March 28, 2016 by [redacted] ID [redacted]. As a small business located in Franklin County, Pawe require ourselves, as well as, our employees adhere to the highest standard of customer service. We offer an impressive inventory to...

our patrons. As a small business we understand that customer satisfaction is paramount to our success. We nurture our relationships with our patrons by making every effort to satisfy our customers needs and wants. We have addressed Mrs. [redacted] complaint. In further response our position is that on March 8, 2016 Mrs. [redacted] came into The Yarn Basket seeking a particular shade of yarn (pale yellow) to make a shawl for a relative who requested she make her a garment for her wedding. The two employees working that day offered her many different selections. Mrs. [redacted] requested a particular yarn which we had available, however, that particular company does not make the color she requested. One (1) employee extended the search by looking up the yarn on the internet to see if it was even available while the other attended to Mrs. [redacted]. After much consideration Mrs. [redacted] settled on a suitable purchase. It was during this time our employee that is familiar with our longstanding policy informed Mrs. [redacted] that she had the option of exchanging the yarn for something else if it was not what her relative envisioned. It is our position that at this time Mrs. [redacted] was put on notice of the store policy. She purchased four (4) balls of yarn. At the time of purchase one (1) ball of yarn was more expensive than the other three (3). Mrs. [redacted] asked if we would be willing to discount the one (1) ball of yarn to the same price as the other three (3). As a gesture of appreciation and gratitude for our customer we agreed to the discount and Mrs. [redacted] was given the yarn for the same price as the less expensive balls. ?On March 26, 2016 Mrs. [redacted] returned to our shop and requested a refund for her purchase. At this time she was informed that our store policy is exchange only for store credit. She - accepted and began seeking out what she originally came into the shop to purchase. We went above and beyond for Mrs. [redacted] offering her any and all options we have available. She was allowed on our business computer to look up patterns and yarns on the internet the purchase of which our shop would not benefit from what-so-ever. She was unsuccessful in her search despite all efforts to meet her needs. It was at this time that Mrs. [redacted] became impatient and irritated. She demanded a refund to her credit card. It was again explained to her that our store policy is NO CASH refunds exchanges for store credit only. She was informed that the policy is posted at our register. This has been the policy of The Yarn Basket for over twenty (20) years. Mrs. [redacted] was given store credit that we will honor at any time should she chose to use it.We have since apologized to Mrs. [redacted] for the miscommunication regarding our store exchange policy and informed her of our above stated position regarding this matter. We hope she reconsiders and decides to use her store credit to purchase another beautiful project of her choice as we pride ourselves in our large inventory and selection. We hope this resolves the . matter. In closing we invite her to return and will again offer her any options we have available. " We strive to give our beloved customers the very best in products and service. As a small business we are able to offer a very personal touch with maximum customer interaction it is one of the most rewarding aspects of our job. However, the nature of our small business leaves us unable to enact policies as larger corporations do regarding refunds.We appreciate The Revdex.com's attention to this matter. We understand and agree to the necessity of the highest standard of conduct within the community. Please feel free to contact owners Christa B[redacted] or Kim G[redacted] at ###-###-#### with any questions or concerns. Again thank you for the inquiry.Respectfully,Christa B[redacted] Kim G[redacted]

From: Revdex.com of Metro Washington DC<[redacted]>Date: Tue, Apr 19, 2016 at 2:45 PMSubject: Fwd: Complaint #[redacted]To: [redacted] <[redacted]>---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Tue, Apr 19, 2016 at 1:20 PMSubject: Complaint #[redacted]To: "[redacted]" <[redacted]> April 19, 2016The Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA  19103Attention: [redacted]/Operations Team Dear Ms. [redacted],I am writing in response to the email I received from you today stating that my complaint #[redacted] has been closed. I am also responding to the letter you received on April 7, 2016 from the Yarn Basket in Chambersburg, PA regarding the complaint I filed on 3/28/16 .The letter from Ms. B[redacted] and G[redacted] contains several false statements: At the time of my yarn purchase the employee DID NOT INFORM ME of the no cash returns/store credit only policy.At the time of my yarn purchase THE POLICY WAS NOT POSTED AT THE CASH REGISTER.The policy is also not printed on the purchase receipt.When I returned to the store the clerk DID NOT  “go above and beyond” to try to help me. Instead I was treated with rudeness and impatience when I asked for a pattern book,  when I requested that the store  order yarn in the color I needed and when I questioned why the return policy was not communicated to me at the time of the original purchase.I am again requesting that the Yarn Basket credit my VISA with the $65 purchase price and clearly communicate their returns policy to future customers by posting it at the cash register, verbally advising the purchaser and printing it on their store receipts.Thank you again for your attention to this matter. Sincerely, [redacted] cc:  The Yarn Basket

We received a letter from your office regarding the complaint filed March 28, 2016 by [redacted] ID [redacted]. As a small business located in Franklin County, Pawe require ourselves, as well as, our employees adhere to the highest standard of customer service. We offer an impressive...

inventory to our patrons. As a small business we understand that customer satisfaction is paramount to our success. We nurture our relationships with our patrons by making every effort to satisfy our customers needs and wants. We have addressed Mrs. [redacted] complaint. In further response our position is that on March 8, 2016 Mrs. [redacted] came into The Yarn Basket seeking a particular shade of yarn (pale yellow) to make a shawl for a relative who requested she make her a garment for her wedding. The two employees working that day offered her many different selections. Mrs. [redacted] requested a particular yarn which we had available, however, that particular company does not make the color she requested. One (1) employee extended the search by looking up the yarn on the internet to see if it was even available while the other attended to Mrs. [redacted]. After much consideration Mrs. [redacted] settled on a suitable purchase. It was during this time our employee that is familiar with our longstanding policy informed Mrs. [redacted] that she had the option of exchanging the yarn for something else if it was not what her relative envisioned. It is our position that at this time Mrs. [redacted] was put on notice of the store policy. She purchased four (4) balls of yarn. At the time of purchase one (1) ball of yarn was more expensive than the other three (3). Mrs. [redacted] asked if we would be willing to discount the one (1) ball of yarn to the same price as the other three (3). As a gesture of appreciation and gratitude for our customer we agreed to the discount and Mrs. [redacted] was given the yarn for the same price as the less expensive balls. ?On March 26, 2016 Mrs. [redacted] returned to our shop and requested a refund for her purchase. At this time she was informed that our store policy is exchange only for store credit. She - accepted and began seeking out what she originally came into the shop to purchase. We went above and beyond for Mrs. [redacted] offering her any and all options we have available. She was allowed on our business computer to look up patterns and yarns on the internet the purchase of which our shop would not benefit from what-so-ever. She was unsuccessful in her search despite all efforts to meet her needs. It was at this time that Mrs. [redacted] became impatient and irritated. She demanded a refund to her credit card. It was again explained to her that our store policy is NO CASH refunds exchanges for store credit only. She was informed that the policy is posted at our register. This has been the policy of The Yarn Basket for over twenty (20) years. Mrs. [redacted] was given store credit that we will honor at any time should she chose to use it.We have since apologized to Mrs. [redacted] for the miscommunication regarding our store exchange policy and informed her of our above stated position regarding this matter. We hope she reconsiders and decides to use her store credit to purchase another beautiful project of her choice as we pride ourselves in our large inventory and selection. We hope this resolves the . matter. In closing we invite her to return and will again offer her any options we have available. " We strive to give our beloved customers the very best in products and service. As a small business we are able to offer a very personal touch with maximum customer interaction it is one of the most rewarding aspects of our job. However, the nature of our small business leaves us unable to enact policies as larger corporations do regarding refunds.We appreciate The Revdex.com's attention to this matter. We understand and agree to the necessity of the highest standard of conduct within the community. Please feel free to contact owners Christa B[redacted] or Kim G[redacted] at ###-###-#### with any questions or concerns. Again thank you for the inquiry.Respectfully,Christa B[redacted] Kim G[redacted]